Senior ServiceNow ITSM Practitioner
Description
Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
We are looking for a senior ServiceNow practitioner to drive ITSM process maturity across a large, multi-entity enterprise environment. This role owns the design, governance, and continuous improvement of our Incident, Problem, and Change Management practices — the processes our business runs on every day — bringing ITSM process expertise and architectural judgement to how Incident, Problem, and Change consume and depend on CMDB and Discovery data.
##
Job Description
ITSM process ownership
-
Own the end-to-end design, configuration, and continuous improvement of Incident, Problem, and Change Management — workflows, SLA definitions, approval models, and escalation paths.
-
Design and maintain Incident Models and Change Models aligned to ITIL practice, ensuring they reflect real operational complexity across business units rather than a generic template.
-
Define and track ITSM maturity metrics (MTTR, change success rate, problem-to-incident linkage, SLA compliance) and use them to drive a continuous improvement roadmap.
-
Lead root-cause and trend analysis on recurring incidents, translating findings into Problem Management initiatives and permanent fixes rather than recurring workarounds.
-
Partner with the service desk and operations teams to refine assignment rules, notification logic, and major incident processes.
-
Identify opportunities for automation (auto assignments) and AI-assisted triage within ITSM workflows, and own the business case and rollout for approved initiatives.
-
Translate ITSM process requirements into scalable platform configuration — balancing out-of-the-box capability against custom development.
-
Own the relationship between ITSM workflows and the CMDB/Discovery layer: define what CI data Incident, Problem, and Change need, and work with the CMDB Analyst and Discovery support team to ensure it is reliably available.
-
Act as the escalation and design partner for the CMDB Analyst and ITOM Discovery support personnel on cross-process issues — for example, when a CI relationship gap is blocking accurate Change risk assessment.
-
Contribute ITSM-side requirements into CMDB and Discovery roadmap discussions, ensuring data architecture decisions serve real process needs.
-
Own the role-based access control model for ITSM modules, balancing operational efficiency against least-privilege principles.
-
Partner with platform governance stakeholders on access control design spanning ITSM, CMDB, and ITOM Discovery — including reviewing custom ACL patterns where native ServiceNow role granularity does not meet business requirements.
-
Maintain clear governance documentation: process design records, role reference matrices, and decision logs that outlive any one project.
-
Support audit and compliance reviews with accurate, current documentation of ITSM process design and access rationale.
##
Cross-platform & stakeholder engagement
-
Act as the primary ITSM point of contact for business-unit stakeholders, translating their operational pain points into platform-backed process improvements.
-
Collaborate with the Business Units, CMDB Analyst, ITOM Discovery support team, security, and infrastructure to ensure ITSM processes are well-supported by accurate underlying data.
-
Own a structured maturity assessment for ITSM processes — benchmarking current-state Incident, Problem, and Change practice against an industry maturity model (e.g. ITIL practice maturity, CMMI-for-services) and publishing a roadmap to close identified gaps.
-
Identify manual, repetitive, or error-prone steps across ITSM workflows and lead the business case, design, and rollout of automation — Flow Designer, Integration Hub, or scripted remediation — to remove them.
-
Evaluate and pilot AI-assisted capabilities (e.g. Now Assist for ITSM, predictive Incident categorisation, AI-generated Change risk summaries) and own the change management required to embed them into daily practice.
-
Define success metrics for automation and AI initiatives (deflection rate, time saved, accuracy of AI-assisted triage) and report progress against them to platform leadership.
-
Establish a recurring cadence — quarterly or similar — for reviewing platform and process maturity, ensuring improvement is continuous rather than a one-time project.
-
Build the organisational appetite and governance guardrails for safe AI adoption in ITSM — balancing speed of automation against auditability, change risk and economics.
##
Job Requirement
-
6–10 years of hands-on ServiceNow platform experience, with deep specialisation in ITSM — Incident, Problem, and Change Management — in a complex, multi-entity, or multi-business-unit environment.
-
Demonstrated track record of driving measurable ITSM maturity improvements: reduced MTTR, improved change success rate, fewer repeat incidents.
-
Experience leading or significantly contributing to a process or platform maturity assessment, with a published roadmap and evidence of follow-through.
-
Hands-on delivery of at least one meaningful ITSM automation initiative — Flow Designer, Integration Hub, or scripted workflow — taken from business case through to measured outcome.
-
Exposure to evaluating or piloting AI-assisted ITSM capabilities, with an understanding of the change management and governance needed to adopt them responsibly.
-
Experience working as a peer alongside specialist CMDB and Discovery teams — comfortable influencing through process expertise and stakeholder relationships rather than direct authority.
-
Deep working knowledge of core ITSM modules: Incident, Problem, Change, Service Catalog, and their workflow/SLA engines.
-
Practical experience with ServiceNow automation tooling — Flow Designer, Integration Hub, and scripted Business Rules — to design and ship workflow automation.
-
Working knowledge of Now Assist or comparable AI-assisted ITSM capabilities, including their configuration, limitations, and governance considerations.
-
Strong grasp of CMDB fundamentals (CI classes, relationships, CSDM) sufficient to architect ITSM processes that depend on them — without requiring hands-on CMDB administration skills.
-
Comfortable configuring Access Control Lists (ACLs) and reading server-side JavaScript (Script Includes, Business Rules) to participate in governance discussions, even if not the primary builder.
-
Experience with ITSM reporting and dashboarding (Performance Analytics or equivalent) to track and present maturity, automation, and AI adoption metrics.
-
ServiceNow Certified System Administrator (CSA).
-
ServiceNow Certified Implementation Specialist — ITSM.
-
ITIL 4 Foundation or higher — Practitioner-level ITIL certification in Incident, Problem, or Change Management is a strong plus.
-
ITIL 4 Specialist: High-velocity IT, or equivalent exposure to automation and AI-enabled service management practice, is a plus.
-
A process-first thinker who can step back from platform configuration and ask whether the underlying ITSM practice is actually mature, not just technically implemented.
-
Naturally drawn to asking “why is this still manual?” — and equally comfortable building the business case as configuring the fix.
-
Strong written communicator: able to produce clear process documentation, maturity roadmaps, and metrics-driven business cases for stakeholders at all levels.
-
Collaborative by instinct — genuinely effective at working alongside specialist.
-
Comfortable holding the tension between platform capability and